About the Client

Sri Lanka’s largest telecommunications provider Dialog Axiata operates 2.5G and 3/3.5G Mobile Communications networks supporting the very latest in multimedia and mobile Internet services to the nation’s subscriber base. This client has the distinction of being the first 3G operator in South Asia to commence commercial operations. Its local coverage spans all provinces of Sri Lanka, while international roaming is provided in over 200 destinations. Dialog Axiata is the largest and fastest growing cellular service with a subscriber base of 7 million, operating television and broadband network services, providing backbone and transmission infrastructure facilities, and data communication.

Business Challenge

Dialog’s Complaint Management Unit receives over 20,000 calls from its customers on a daily basis. They use a number of systems for keeping track of their customer base. However, representatives were relying heavily on excel sheets to manage customers inquiries and complaints. The business process followed a complex route of assigning Service Level Agreements to customer complaints. Dialog sought to replace this manual process with a complaint management system, but previously faced difficulties in implementing an enterprise class system which would smoothly integrate with their existing contact management systems

Our Approach

• Build an understanding of their existing business processes and map them according to our suggested solution
• Demonstrate how features and best practices inherent in the Oracle Siebel CRM software could help transform process flows and significantly streamline timelines while providing enhanced end-user and customer capabilities.
•  Deliver a comprehensive and integrated Oracle Siebel CRM solution for managing customer requests that complemented and enhanced their existing technology ecosystem
• Provide expert training to end users and administrators for using the CRM system effectively and efficiently
• Provide post-live and ongoing support for eradicating any issues that arise during system use

Benefits

• Automated complaint management processes that support a consistent experience through superior service delivery
• Flexibility to support more diverse customer requirements within the application.
• Consolidation of disparate systems into a single  interface provided by the Siebel CRM solution to effectively interact with their existing system
• Data captured during the customer interactions is now reportable and auditable providing insight into to how Dialog can continue to provide a superior experience for each of its subscribers

“I take this opportunity to thank all of you for the support extended to us in successfully implementing our first ever CRM. Wonderful effort and my congratulations and warm wishes to the great team.”

-Waruni Algama, Senior Manager - CRM, Loyalty and Retention – Group Service Delivery